The Uncharted Veterinary Podcast

Latest Episodes:

UVP 131 When and How Do We Take Care of The Team’s Pets??? Jun 30, 2021

Show notes

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss give their takes on a topic that deserves more attention - team member’s personal pets and the care we give them. The questions specifically asked were: How do we schedule team member’s pets for care - do we smush them in where we have time when they need it or do we take spots in the paying client schedule? Do we treat wellness/preventative care visits differently than we do when it's urgent/emergent? Should we treat it differently? Things to consider when discussing with your leadership team or considering your pet benefit scheduling: Are we treating our team like clients? A lot of us value patients like extended members of their families. Shouldn’t we be doing the same for our team member’s pets? What are some of the external benefits to have team members experience life as a client? And on the flip side, are there internal benefits and what are they? How do we balance providing care for team pets when we offer it as a discount? Do we give vets production? Do we have the team pay full price for certain circumstances? How do we help them realize their pet benefits don’t mean free pet care (or do they? Can they?) Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The Secret Sauce To Optimizing Workflow with Senani Ratnayake, RVT. The way we are doing things isn’t working. At least, not working well. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop is here to help. Dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. https://unchartedvet.com/product/the-secret-sauce-to-optimizing-workflow/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 130 There is No Going Back… What Is Our “New” Normal? Jun 17, 2021

Show notes

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss are joined by Dr. Jennifer Quammen, the Chief Veterinary Officer from TeleVet (www.televet.com) and they are talking about a few of the things that we are actually excited to keep in our lives after curbside transitions into its next phase. A few of the things that we discuss are: -there is no point in going 'backwards to normal' -how do we continue 'moving forward' by incorporating all the lessons learned and efficiencies gained from the past year -What are the positives? New technology - We as a vet field have been WAY behind the curve with technology for a long time. COVID forced us to get with the current times in regards to the tech we are using with our clients. Things like texting, two way app chat platforms, checking in virtually etc. are all things that clients have professed great love for and we don’t see disappearing from view any time soon. New workflows (no HUGE stacks of charts!!!) More teamwork: We were short handed A LOT so we all learned different jobs we never had to do before. More prepared: taking histories ahead of time leads to more thorough histories because the DVM can zoom in on the things that are really important, concerning to the owner and/or concerning to them. Better behaving patients: they don’t pick up on parental anxieties so we are finding our patients are more calm, more often! Less “chefs” in the kitchen: when we had 3 people come in for an exam before, we had to sort through all the voices/concerns. Now we usually are dealing with 1 person on the phone or we can teleconference with people who we need in the exam room but previously wouldn’t have been able to be there (teenager brings in patient but mom is at work). Links: You guys!! We have HUGE exciting news for you. The team at Televet is giving our listeners a special bonus. Go check out the offer just for our podcast listeners at www.televet.com/uncharted Upcoming events: https://unchartedvet.com/upcoming-events/ Secret Sauce to Optimizing Workflow: August 14 12 Steps to Critical Conversations: August 18 All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 129 The Parents on the Team Want to Leave Early! Jun 16, 2021

Show notes

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss tackle a great question from a friend and fellow practice manager. The discussion tackles what do we do when people on the team ask to leave before their shift ends? In this particular instance, it was a team member who has children and was asking to leave early to take their kids to sports practice on a regular basis. But their shift normally goes 2-3 hours past when they want to leave. This manager was asking “how do we balance work needs and the wants/needs of the team when it comes to scheduling conflicts like this?” Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The Secret Sauce To Optimizing Workflow with Senani Ratnayake, RVT. The way we are doing things isn’t working. At least, not working well. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop is here to help. Dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. https://unchartedvet.com/product/the-secret-sauce-to-optimizing-workflow/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 128 When Clients Make You Uncomfortable Jun 09, 2021

Show notes

This week on the podcast, Dr. Andy Roark and Stephanie Goss are into discussion about what to do when client behavior makes the team feel uncomfortable but hasn’t moved into “firing” territory. When a client gets flirty, uses pet names or other language that make the team feel uncomfortable, how do we make sure the team feels safe? A few of the things that we discuss are: When it comes to headspace, we need to remember that the client is not always right. We also need to remember that it is our duty as practice leaders to protect our team from harassment, regardless of who is doing the harassing. Action steps that all of us can take to build awareness regarding harassment with our teams: Teach your team to recognize inappropriate behaviors/language The first sign of inappropriate behavior: when someone’s actions or conversation makes someone else uncomfortable. People who are making inappropriate comments will first ‘test the waters’ by making inappropriate jokes or mild comments to gauge response. If the other person dismisses the comment, they will likely continue with the inappropriate conversation or actions. Inappropriate touch/conversation is anything that makes you uncomfortable! It doesn’t matter what anyone else thinks. An action or remark could be considered harassment if you direct the client to stop, but that direction is ignored. Have a complaint process that your team knows about so they know who to talk to and when. Investigate when a complaint is made. Safety in numbers - use a buddy system when in the building at night, leaving work after dark and when in exam rooms with a client who anyone is concerned about. Lights, camera, action: cameras in rooms! Cameras can save lives. Be aware of state and local laws regarding recording and ensure compliance with required notifications but having cameras in the room can allow for impartial investigation since someone can literally see/hear what actually happened. Panic buttons aren’t just for the ER! Consider panic buttons for your exam rooms. Provide bystander intervention training (if you see something, say something) Steps for your team to take: Tell the client to stop, that it is inappropriate and making them uncomfortable. Report behavior to manager. Management needs a plan for how to handle it and the team should know what that plan is. Manager should speak to the client and let them know that the behavior(s) won’t be tolerated and must stop. If they don’t, the consequences will be… Sometimes law enforcement is needed (visual cue for people). Make sure your team knows they are empowered to call the police if they do not feel safe! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Skills in 90: Level Up Your Practice Photos https://unchartedvet.com/product/level-up-photos/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 127: Getting the Team to Raise Their Standards of Care Jun 02, 2021

Show notes

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle a topic from the mailbag. We received an email from Dr. Great Medicine Desired. When listening to a recent podcast episode about clients coming back in the building, there was a bit where you guys talked about the language being used when discussing services - making clients turn down good care, rather than offering it as an option and hoping they pick that choice. The practice that Dr. Good Medicine Desired purchased wasn’t exactly known for the most modern and/or high quality medicine and they asked us how to help change the conversation for their team when it comes to discussing medicine choices with clients. Discussion Points There are 3 main pieces to this discussion: -What to say and how to say it -How to get buy in from the team on raising the medical standard of care -How to Track It Getting Buy-In: You need Core Values and a Purpose Story Also may need to work through head, heart, and/or hands problems Embrace the idea that not all clients are right for your practice THE TEAM HATES ROLE PLAYING! Make them do it anyway. It is about reframing the discussion so they feel like they are role playing without having to get up and perform in front of the group. Andy and Stephanie discuss some options for how to frame this part so that the stakes are lower and buy-in easier. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Last chance to sign up for Motivating People Who Don’t Want To Be Motivated! This brand-new program was created from a decade of working with practice leaders to motivate veterinary professionals in the trenches. The vast majority of “unmotivated people” are simply not understood or engaged with the messaging that is coming from their practice leaders. We can fix that. This workshop will teach you how. https://unchartedvet.com/motivating-people/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 126 Invasion of Privacy - When Clients Ask Your Vaccine Status May 26, 2021

Show notes

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle a topic that is being heard on repeat in the clinic these days - what do we do when clients ask the team “Are you vaccinated?” If you don’t want your team to have that deer in the headlights look, listen in to the discussion Andy and Stephanie have about not only what to say and how to say it but some cautionary thoughts for making sure you are protecting the privacy of your team. Discussion Points Please do not be caught off guard by this question. If it hasn’t happened yet, it will! Clients want to protect themselves AND this is a source of small talk as we all begin to re-enter the world and start sharing airspace again. Andy suggests the great idea to consider with your team - what if clients ask if you are vaccinated and on the flip side, what if they ask why DID you get vaccinated? Having these conversations with your team early and often will help them start to wrap their brains around both sides. Just because this is likely to become more common, doesn’t mean the invasion into their personal lives is right or acceptable. Your team needs to have a common approach that everyone can use, regardless of their personal stake in the situation and their personal opinions. They aren’t representing themselves, they are representing the business. Your team has a right to privacy. Clients don’t actually need the answer they are seeking when it comes to private medical information. You can help your team feel confident by giving them some language that feels comfortable. Two of Stephanie’s favourite suggestions shared by friends are: “We cannot disclose anyone’s individual vaccine status. We have team members who have just become eligible for vaccination and/or who aren’t medically cleared to be vaccinated yet. Even with 100% of the team vaccinated, we want you to know what we are doing in addition to vaccine access, to keep you and our team safe. Safety measures include…” “We are trying our best to make it as easy as possible for our team members to access the vaccine. However, their medical information is private, so I can't disclose anyone's vaccination status, including my own. I appreciate your respect for our privacy.” Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Last chance to sign up for New Grad Mentorship 2.0 with Dr. Lindsay Gallagher! Lindsay is going to use her experiences as a new grad and help you harness energy, excitement and formulate a plan to set your new grad up for success. https://unchartedvet.com/product/new-grad-mentorship/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 125: Bad Review Coming May 19, 2021

Show notes

This week on the podcast, Andy and Stephanie dive into a repeat mailbag question - what do we do when someone is in their first 90 days and their “review” is coming due and it is looking not so great. We have received a handful of emails from people asking about how to handle giving feedback that things aren’t going as well as the hospital expects and how to handle moving forward beyond 90 days when you just aren’t loving someone’s performance. Some of the things that Stephanie and Andy discuss: The world is messy. Our job as leaders is to balance the needs of the business and the support of our team members. If we have gotten to 90 days and we are just now talking about performance issues, we aren’t really doing our jobs. This is a classic case of where we can set someone else up for failure! Know the law. Consulting with an employment lawyer before you decide how to proceed with probationary employment is super important. Even if you aren’t considering termination for someone, knowing what should be in your handbook policies and what your probationary period should look like from a policy perspective is super important! In veterinary medicine, we are often rushing from one thing to the next and we do not take the time to slow down and actually be in the moment. This is where we fail ourselves and our teams. Because giving feedback when it is actionable and someone can affect change in the immediate future is absolutely key. Focusing on something that someone already did and cannot change does nothing but make them feel guilty! Imagine if you were stacking a handful of things that happened in the past together and then sharing them with someone - that could feel super demoralizing and make someone immediately disengage. We talk through “the mention”, as Andy calls it, and how to effectively feed forward so that we are focusing on actionable change that someone can take to improve! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ May 30: New Grad Mentorship 2.0 Dr. Lindsay Gallagher will guide you in creating a plan to help you support a recent grad veterinarian in your practice. Set your new grad up for success, learn the common new grad struggles and how to spot them early, and supercharge your mentorship skills so your new grad will learn faster, work smarter, and love you for it! All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 124 What is With the No-Shows? May 12, 2021

Show notes

This week on the podcast, Andy and Stephanie dive into something that they have been hearing about from EVERYONE… an increasing number of late/no-show clients. There has been a lot of chatter in the Uncharted community about how to balance the team’s frustrations along with the impact that a late/no-show client has on the schedule with the business needs of keeping the schedule full and moving along. Some of the things that Stephanie and Andy discuss: Our clients are the reason for our work, not an interruption to it. We are in a customer service industry and if we don’t serve our clients, we won’t have a business model. However… The customer isn’t always right. It is okay to have boundaries with your clients. Your team and your clients need to understand what the boundaries are and how they will be held accountable. Hearing your “policy” for the first time when you are enforcing it (or a member of your front desk team is!) leaves a really bad taste in the mouth for a lot of clients. We need to communicate early and often with our clients to set expectations for the behaviors we want. Likewise, letting your team make it up on the fly when they are faced with the issue is equally a problem. You won’t get the same answer twice, your clients will be confused and so will the rest of the team when they all try to address the issue in slightly different ways. This is a fantastic discussion for a team meeting! Even better, they can discuss how they handle it when there are objections and learn best practices from each other. We can have empathy and still be clear about the abilities or needs of the practice. We need to focus with our teams on one of the fundamental rules of customer service - sharing what we CAN do for them! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Effective Onboarding: May 19, 23 and 26, Stephanie Goss is going to be teaching some skills, best practices and options for leveraging technology to help onboard new team members and more importantly, introduce them to the practice culture from the start (hint: the start isn’t their first day) so that they are more likely to know who you and your team are and more likely to bond and be retained. Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag All Links: https://linktr.ee/UnchartedVet

UVP 123 Interview with Shawn Wilkie of Talkatoo May 06, 2021

Show notes

This week on the Uncharted Podcast, Andy and Stephanie chat with Shawn Wilkie from Talkatoo.com. Talkatoo is a desktop dictation solution that augments your current workflow by using speech-to-text capability with specialized vocabularies. We talk to Shawn about how Talkatoo is different from some of the dictation software we have seen in the past. We also talk about how useful it can be for every member of the team in terms of making workflow more efficient and effective, which is something all of us can get excited about. Stephanie and Shawn get a little nerdy about artificial intelligence (A.I.) and how the brain of Talkatoo software is constantly learning and improving both in terms of language specific to veterinary medicine as well as various accents and language challenges that users throw at it! If you have doctors who have massive piles of charts waiting to be written up for days, if you have team members who are scribbling notes to themselves and having to type them later, if you have CSRs who want to make phone call notes go light years faster - check this episode out! You don’t want to miss this. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 122: My Partner is Burning Out… And I Feel Guilty Apr 28, 2021

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This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle another one from the mailbag! We had an email from a veterinarian who co-owns a practice with their partner (who is also a veterinarian). The dream of owning a practice belongs to only one of them and this vet is wondering how to continue pursuing their dream without making their spouse suffer. Because their partner is burnt out and not happy. Things to consider: We can’t feel guilty for not knowing the future. All we can do is be honest about our needs and desires, and to listen to our partner about theirs. According to the National Federation of Independent Businesses, 43 percent of small businesses are family businesses with 53 percent of managers in these businesses are identifying a spouse as the family member who is sharing day-to-day management. Depression is one of the most common mental health disorders in the United States.1 Although the cause is not known, research suggests that depression develops from a combination of physiologic, genetic, environmental, and biologic factors. (Depression. National Institute of Mental Health, National Institutes of Health, U.S. Department of Health and Human Services. nimh.nih.gov/health/topics/depression/index.shtml. Accessed May 2016.) We need to normalize talking about mental health and depression in the veterinary field. Sometimes being unhappy in practice causes depression. Sometimes depression causes being unhappy in practice. Enrolling a professional (counselor) will allow you both to zoom out a little and try and figure out root cause(s). You can’t “fix” your partner. You can support, but ultimately he or she will have to steer this effort. You can’t “guess their needs” to success - they have to be willing to participate. When someone hits the point of being truly depressed, it’s time for clinical intervention. Let's get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Effective Onboarding with Stephanie Goss: https://unchartedvet.com/effective-onboarding/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

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